Best Buy & Geek Squad Policies

[gritz78]

Geek Squad was out 3 weeks ago and replaced all internal boards on my 42" Plasma TV.  Last night while watching TV, I suddenly hear what sounds like a fly getting shocked by a bug zapper and the TV shuts off.  Try to power back on and no response.  Unplug power in fear of TV catching fire.

Call Geek Squad this morning and amazingly get the same tech back out today.  He turns on TV and hears bug zapping noise again.  He is told to order parts, despite his personal opinion of replacing TV, which will take 2 weeks to recieve via freight and 2 guys to install.  The tech himself says replace TV,  the actualy guy who works on it and is looking at it.  But some idiot in some corporate office things it would be best to repair AGAIN.

Geek Squad has already spent over $1500 repairing my $1100 Television??? Now they are going to buy new parts, have parts delivered on semi trucks and have 2 guys come out to repair in 2+ weeks.   Best Buy repairs = $4,000+ or new TV = $800???

Obviously they cant do math.  Never again will I buy an extended warranty or replacement plan.  In fact, never again will I purchase from Best Buy!

[gritz78]

Update: just received a call from geek squad. Parts have been located and will take 2weeks to get. May 7th they will take the TV from my home and send out for repairs. Repairs to take 2-3 days. Then they will test for 3 days. Then they will return to my home with the repaired and tested TV approximately a month from now. So in 2 months time I've been out of a TV for 5 weeks. Completely unacceptable. Will be hearing from me tomorrow.

[Dorothy-BBY Community Supervisor]

Hello gritz78 -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your continued patience until he is able to connect with you! 

[Allan-BBY Community Connector]

Hi gritz78,

I’m sure being asked to have this TV repaired again, after only having the TV working for three weeks since your last repair, is more than upsetting. I can also say that it does sound concerning that the cost of your previous repair was $1500 when the value of the TV is only $1100.

While looking into this I show that you Michael from our Executive Resolution team has been addressing this issue for you, and that your TV was approved to be replaced by your Performance Service Plan (PSP) with a comparable model today 4/28/2010.

I was glad to see that this got taken care of for you, but if there is anything at all you need from me in regards to this issue just send me a private message by clicking on the link in my signature.

Thanks for posting,

[rt4x4]

You had beeter be carefull because BB will try to exchange a lesser model adn screw you out of your service plan that is what they did to me and others

[cr_client]

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rt4x4 wrote:

You had beeter be carefull because BB will try to exchange a lesser model adn screw you out of your service plan that is what they did to me and others

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The replacement is supposed to be one of comparable specs to the original TV.  Comparable specs on units that are more than a few months old will sometimes mean that the price of the replacement is less than the price of the original unit.  The PSP verbiage clearly states this, and people are welcome to return their PSP/GSBTP within the return period of the plan if they do not agree with the plan language.

As the owner of a rather nice tube-based HDTV, this concerned me significantly, since they were discontinuing my model when I got it, and replacing it with one of lesser quality, and I still do not feel that most pixel-based HDTVs can live up to the picture quality of a reference-level tube HDTV, so I opted not to get the plan.

Your post is bordering on a troll-ish post.  If you have something constructive to add to the conversation, that would certainly be welcome.

[rt4x4]

As from your usual posting telling the truth and trying to arn costumers is boring. Oh well typical of your advise